Our Returns Policy
We understand that online shopping requires trust, which is why we've made our returns process simple and stress-free. Follow these steps for a hassle-free return experience.
Access Your Account
Look for the account icon in the top right corner and click to sign in. This gives you access to your order history and return options.
Sign In to Your Account
Enter the email address you used when making your purchase. For your security, we'll send you a one-time login code to verify your identity.
Locate Your Order
Once logged in, you'll see your order history. Find and select the order containing the item(s) you wish to return. Each order will show an image of the product, order number, and purchase date for easy reference.
Submit Your Return Request
Click the 'Request return' button and select your reason for return. Your feedback helps us improve our products, and we appreciate your honesty. Rest assured, we have a no-questions-asked return policy.
IMPORTANT: Need a collection from your address? You must request this at least 4 working days in advance. Please note your preferred collection date (Monday-Saturday) in the return request notes - this date must be at least 4 days from today to allow for processing. Without a collection request, we'll provide a standard drop-off return label.
First Exchange Free: We understand finding your perfect fit is important. That's why your first return for size adjustment is on us! This helps ensure you get the right size in our brand.
Not sure about sizing? Visit our Sizing Guide to find your perfect fit and avoid unnecessary returns.
Once submitted, we'll review your request and send detailed return shipping instructions to your email within 24 hours.
Return Confirmation & Instructions
You'll receive an email with your return instructions within 24 hours. The process will be:
Standard Returns:
- Your email will include a shipping label and QR code
- You can either print the label or show the QR code at the drop-off point
- Pack your shoes in their original box
- Drop off at any location from our provided list
If You Requested Collection:
- We'll confirm your collection date by email
- Pack your shoes in their original box
- The courier will bring the shipping label when collecting
Once we receive your return, we'll process your refund within 3-5 business days.
Returns FAQs
My Order is wrong. What should I do?
While our packing team strives for perfection and mix-ups are rare, even the most attentive eyes can occasionally slip. Should something not be quite right with your order, we'll get it sorted quickly!Here's what to do:Email us at terraloom@terraloom.co.uk with: - Your order number - A brief description of what's different from what you expected - Photos of the items received (they help us fix things faster!)Our customer service team prides themselves on swift responses and simple solutions. If we've made a mistake, we'll arrange a free return and get the correct shoes on their way to you right away.Your satisfaction isn't just important to us - it's essential. We'll make sure your Terraloom experience ends with a smile, and those perfect shoes on your feet.
Do I need to pay for return?
Your first return for size adjustment is completely free - consider it our welcome gift to help you find your perfect Terraloom fitHere's how it works:Your first exchange is completely free - we cover the shipping costsThis allows you to try a different size or style without any extra chargesSimply initiate your exchange through our returns portal, and we'll guide you through the processFor subsequent exchanges or returns:A standard return shipping fee will applyClear instructions will be provided during the return processWe want you to feel confident shopping with us, which is why we've made your first exchange absolutely free. If you need help finding the right size, check out our Size Guide or contact our customer service team - we're here to help!
I entered the wrong address, what should I do?
Time is of the essence! If you spot an address error, contact us immediately at terraloom@terraloom.co.uk. We'll do our best to catch that package before it starts its journey to the wrong destination.Important: Once an order is placed, our system cannot cancel or modify it (even our tech wizards can't override this one). If the package has already been shipped to an incorrect address, we unfortunately cannot recover it.Tip: Save your correct address to your account for faster, error-free checkout next time. A minute double-checking your details can save hours of worry!
Can I exchange my shoes for a different size?
Absolutely! Think of it as shoe matchmaking - sometimes it takes a second date to find the perfect fit. Just start a return request, mention you'd like a size exchange, and we'll guide you through the process. Remember, your first size exchange is on us!
Does the item need to be in its original condition?
Yes, please! While we know it's tempting to strut around in your new Terraloom shoes, please try them on indoor surfaces only. They should be returned unworn, with all tags and packaging - just as fresh as when they arrived at your door.
How soon will I get my refund?
Once we receive your return and consider it eligible for refund, we'll process your refund within 24 hours. The time it takes to appear in your account depends on your bank.
What if I received the wrong item?
Oh dear! While our meticulous packaging team treats each order like a work of art (and mix-ups are rarer than a sunny day in London), if our shipping pixies have had a moment of confusion, we're on it! Contact us immediately with your order number and a photo of what you received. We'll send you a return label and get your correct shoes on their way faster than you can say "Terraloom"!
